Akash Biswas

Cognizant

10.2022 - Current

Led efforts to restore service in a timely manner for critical business functions, application and infrastructure services as part of a remote team, comprised of professionals from several different countries and time zones
Implemented and executed major incident management processes including invocation, ownership, escalation, communication and restoration of service
Prepared post incident review documents and attend problem management review meetings to ensure determination of root cause; prepared accurate, appropriate and timely communication to internal and external stakeholders and ensured 100% accuracy of documentation that elevated team confidence and improved incident resolution rates by 40%
Established 10+ standards and procedures that maximized operation responses to encountered incidents and minimized service availability interruptions; contributed to a cross-functional team to review and update more than 5 procedure manuals and incident playbooks, ensuring they remained current and accurate
Monitored network and system health across multiple platforms, identifying and addressing issues proactively to ensure continuous business operations
Performed 24/7 monitoring of network infrastructure, ensuring optimal performance and quick resolution of network incidents to minimize downtime and maintain service availability

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